How to create a problem automatically when an incident is registered with P1 priority?

[prgupta]

Hi folks,

I have a requirement where i want to register a problem ticket automatically by the system when a P1 incident is created. How can i implement it?

Any suggestions would be greatly appreciated.

Thanks

PG

[Tim Deniston]

Create a new business rule on the Incident table. It would run in the context of After. The condition would be "Priority > Changes to > P1." Just use a GlideRecord to create the Problem and build a relationship between the new PRB and the INC.

[Chuck Tomasi]

Hi Pradeep,

An INSERT business rule will work. Run it AFTER the incident is created.

Table: incident

Advanced: true

Insert: true

Update: true (if you want to capture those that change from P2-4 to P1)

When: After

conditions: current.priority.changesTo(1)

Script:

var prb = new GlideRecord('problem');
prb.newRecord();
prb.short_description = current.short_description;
// copy other fields here as needed
prb.insert()

[prgupta]

Thanks a lot Chuck. It is quite helpful.

[Chuck Tomasi]

Sorry, I forgot to set up the relationship between the problem and incident (and a semicolon - and my standard disclaimer)

var prb = new GlideRecord('problem');
prb.newRecord();
prb.short_description = current.short_description;
// copy other fields here as needed
var pid = prb.insert();

current.problem = pid;
current.setWorkflow(false); // don't trigger business rules
current.update(); // NORMALLY BAD PRACTICE, but required here